Difference between revisions of "Contact Centre Training"
From All n One's bxp software Wixi
Philip Lacey (talk | contribs) |
Philip Lacey (talk | contribs) |
||
| Line 9: | Line 9: | ||
Introduction to bxp software [http://www.allnone.ie/training/CC-1-1%20-%20Introduction%20to%20Business%20Express%20v1-6.pdf] | Introduction to bxp software [http://www.allnone.ie/training/CC-1-1%20-%20Introduction%20to%20Business%20Express%20v1-6.pdf] | ||
| − | |||
Topic 2 CC-1-2 | Topic 2 CC-1-2 | ||
Introduction to Contact Centres [http://www.allnone.ie/training/CC-1-2%20-%20Introduction%20to%20Contact%20Centres%20v1-4.pdf] | Introduction to Contact Centres [http://www.allnone.ie/training/CC-1-2%20-%20Introduction%20to%20Contact%20Centres%20v1-4.pdf] | ||
| − | |||
Topic 3 CC-1-3 | Topic 3 CC-1-3 | ||
Introduction to Blended Form Structure [http://www.allnone.ie/training/CC-1-3%20-%20Introduction%20to%20Blended%20Form%20Structure%20v1-3.pdf] | Introduction to Blended Form Structure [http://www.allnone.ie/training/CC-1-3%20-%20Introduction%20to%20Blended%20Form%20Structure%20v1-3.pdf] | ||
| − | |||
Topic 4 CC-1-4 | Topic 4 CC-1-4 | ||
Introduction to Contact Centre Reporting [http://www.allnone.ie/training/CC-1-4%20-%20Introduction%20to%20Contact%20Centre%20Reporting%20v1-2.pdf] | Introduction to Contact Centre Reporting [http://www.allnone.ie/training/CC-1-4%20-%20Introduction%20to%20Contact%20Centre%20Reporting%20v1-2.pdf] | ||
| − | |||
Topic 5 CC-1-5 | Topic 5 CC-1-5 | ||
Introduction to Form Outcomes [http://www.allnone.ie/training/CC-1-5%20-%20Introduction%20to%20Form%20Outcomes%20v1-0.pdf] | Introduction to Form Outcomes [http://www.allnone.ie/training/CC-1-5%20-%20Introduction%20to%20Form%20Outcomes%20v1-0.pdf] | ||
| Line 67: | Line 63: | ||
Topic 1 CC-4-1 | Topic 1 CC-4-1 | ||
| − | Managing live contact records | + | Managing live contact records [http://www.allnone.ie/training/CC-4-1%20-%20Managing%20live%20contact%20records%20v1-2.pdf] |
Topic 2 CC-4-2 | Topic 2 CC-4-2 | ||
| Line 76: | Line 72: | ||
Topic 4 CC-4-4 | Topic 4 CC-4-4 | ||
| − | Case management & reporting | + | Case management & reporting [http://www.allnone.ie/training/CC-4-4%20-%20Case%20Management%20and%20Reporting%20v1-0.pdf] |
Topic 5 CC-4-5 | Topic 5 CC-4-5 | ||
Revision as of 18:07, 3 March 2014
Contact Centre training is how to use bxp software within the contact centre environment.
Our training courses available are:
1 Level 1
Topic 1 CC-1-1 Introduction to bxp software [1]
Topic 2 CC-1-2 Introduction to Contact Centres [2]
Topic 3 CC-1-3 Introduction to Blended Form Structure [3]
Topic 4 CC-1-4 Introduction to Contact Centre Reporting [4]
Topic 5 CC-1-5 Introduction to Form Outcomes [5]
2 Level 2
Topic 1 CC-2-1 Security and Custom Interface configuration
Topic 2 CC-2-2 Data import management
Topic 3 CC-2-3 Outbound contact management
Topic 4 CC-2-4 Data Profiling - Custom reporting (CC)
Topic 5 CC-2-5 Logic management
3 Level 3
Topic 1 CC-3-1 System security management
Topic 2 CC-3-2 Form optimisations
Topic 3 CC-3-3 Learning and Knowledge Base Integration
Topic 4 CC-3-4 Mailbox and Social Media integration
Topic 5 CC-3-5 Project management and work list configurations
4 Level 4
Topic 1 CC-4-1 Managing live contact records [6]
Topic 2 CC-4-2 Linked form setup
Topic 3 CC-4-3 CTI Integration
Topic 4 CC-4-4 Case management & reporting [7]
Topic 5 CC-4-5 Centralised record management
5 Level 5
Topic 1 CC-5-1 Unified communications and program design
Topic 2 CC-5-2 Muti-Form program design
Topic 3 CC-5-3 First call resolution program design
Topic 4 CC-5-4 Integrated marketing and case management design
Topic 5 CC-5-5 Security process and procedure considerations
